Senior Manager, Customer Onboarding
Job Description
Key Skills Required
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What you will get to do:
- Personally lead the most complex, strategic or high-risk customer implementations as a hands-on program leader.
- Convert commercial commitments and customer expectations into clear scope, outcomes, milestones, responsibilities, dependencies and acceptance criteria.
- Coordinate execution across Operations, Technology, Product, Customer Success, Finance and other functions required for a successful launch.
- Maintain strong customer-facing governance, decision discipline and communication throughout implementation.
- Ensure operational readiness, transition planning and post-launch stabilization are built into each onboarding plan.
- Maintain an integrated view of active onboardings, expected pipeline demand and the resources required to deliver them.
- Identify capacity constraints early and recommend staffing, sequencing or prioritization actions before commitments are at risk.
- Establish a practical governance cadence for project health, portfolio reviews, pipeline readiness and executive reporting.
- Define and monitor measures for schedule, scope, readiness, risk, customer outcomes, resource capacity and post-launch stability.
- Analyze patterns across implementations to improve forecasting, reduce recurring issues and increase delivery efficiency.
- Directly manage the current onboarding project manager and future onboarding team members.
- Set clear expectations, outcomes and measures for the team; provide regular coaching, feedback and development.
- Assign work based on complexity, capacity, customer needs and individual capability.
- Build team capability in customer leadership, risk management, escalation, executive communication and cross-functional delivery.
- Support recruitment and onboarding of additional team members as the portfolio grows.
- Create early-warning signals for delivery, scope, resource, dependency and customer risks.
- Escalate with a clear statement of the issue, business impact, decision required, owner and recommended action.
- Provide concise portfolio reporting that distinguishes facts, assumptions, decisions, commitments and unresolved risks.
- Facilitate difficult cross-functional decisions and hold owners accountable for timely follow-through.
What will make you successful:
- Bachelor’s degree in business, operations, supply chain, technology, project management, or a related field, or equivalent relevant experience
- Experience with deals of $10M+
- Active PMP certification
- Advanced, hands-on proficiency with project management tools such as Smartsheet (highly preferred) or equivalent: project plans, dependencies, dashboards, reports, portfolio views, and executive status reporting
- 8+ years of progressive project, program, or implementation leadership, including complex customer-facing implementations
- 3+ years of formal people-management experience, including coaching and performance management
- Demonstrated ownership of multiple concurrent implementations or a delivery portfolio
- Experience with capacity planning, resource forecasting, governance design, risk management, and executive reporting
- Proven ability to lead cross-functional teams without relying on direct authority
- Excellent written, verbal, and customer-facing communication skills
- Practical experience using AI-enabled tools to improve project and program delivery, summarizing project information, identifying risks and themes, preparing status communications, and streamlining repeatable administrative work, with appropriate human review and data-handling judgment
- Must have the current and continuing right to work in the United States of America without restrictions or expirations.
- Experience in service logistics, supply chain, field service, SaaS, managed services, or another complex operational environment
- Experience building or materially improving a customer onboarding or implementation operating model
- Experience with enterprise customers, multi-region launches, operational integrations, or high-dependency programs
- Familiarity with HubSpot or equivalent CRM, ERP, service management, and business intelligence platforms
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DISHER Talent
View Company ProfileDISHER Talent (operating at dishertalent.com) is a consulting and search firm specializing in technical and engineering talent recruitment. Founded in 2000 by Jeff Disher and headquartered in Zeeland, Michigan, DISHER Talent positions itself as more than just a recruitment agency—it serves as a strategic partner for businesses seeking top-tier technical talent. Unlike traditional staffing firms that focus solely on filling roles, DISHER Talent emphasizes recruiting, vetting, and hiring exceptional engineers and technical professionals, ensuring a seamless integration with client organizations. Their approach combines deep industry expertise with a consultative mindset, helping companies navigate complex hiring challenges in fast-evolving tech landscapes. This allows businesses to access high-caliber candidates efficiently while mitigating risks associated with misaligned hires. With a commitment to excellence and a nationally recognized presence, DISHER Talent bridges the gap between skilled talent and organizations in need of specialized expertise.
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